Posted: 16 June
The role
Director, Product Management - Agentforce Contact Center
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View more categories View less categories Sector Recruitment Role Director Contract Type Permanent Hours Full Time
The Experience
Agentforce Contact Center is Salesforce's native, agentic platform bringing together voice, digital channels, and real-time CRM data to transform how enterprises connect with their customers. Based in Dublin, Ireland, this is a high-impact individual contributor role at the intersection of product management, field engagement, and customer success - where your technical depth and customer focus directly shape how enterprises deploy and scale agentic contact center experiences at a global level.
What You’ll Actually Be Doing
Own the technical architecture for complex Agentforce Contact Center deployments, from initial design through go-live, including architectural reviews, workshops, and proof-of-concept builds with enterprise customers and prospects.
Partner with sales, customer success, and professional services to ensure customers realise full value from Agentforce Voice, digital channels, and agentic-led experiences - serving as the escalation point for complex implementation challenges.
Translate field learnings, customer blockers, and deployment patterns into structured feedback that directly influences the Agentforce Contact Center roadmap and product direction.
Represent Agentforce Contact Center at Dreamforce, World Tour, customer advisory boards, and industry conferences through reference architectures, solution briefs, and best practice content.
You're Our Person If...
You have 7+ years of hands‑on experience in enterprise contact center architecture or deployment, including at least 2 years leading complex, multi‑stakeholder implementations across voice, digital channels, and CRM integrations.
You bring 5+ years in a customer‑facing technical role – solutions architect, technical consultant, or equivalent – with demonstrated ability to lead architectural conversations with both engineering teams and executive stakeholders.
You have deep expertise in contact center platforms (CCaaS), communications protocols (SIP, WebRTC), CRM integration patterns, and agentic AI or conversational automation at enterprise scale.
Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
Even Better If...
You have hands‑on experience with Salesforce Service Cloud, Agentforce, or Salesforce Contact Center (formerly Service Cloud Voice).
You have scripting or coding experience (Python, JavaScript, Apex, or similar) for integration and automation use cases.
You hold Salesforce certifications (Service Cloud Consultant, Agentforce Specialist, or equivalent) or equivalent contact center platform certifications.
You have experience working within or alongside a product organisation, influencing roadmap through field insights.
Our Commitment to Equality
At Salesforce, our commitment to driving equality and greater business value does not waver. We’re working with employees, partners, Trailblazers, and customers to move closer to equality for all.
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